Quick definition with practical context — what it is, who uses it, and what to know.
Customer Satisfaction Score (CSAT) is a metric measuring customer satisfaction with a specific interaction. Most commonly used by customer service teams.
Customer Satisfaction Score (CSAT) is a metric measuring customer satisfaction with a specific interaction. In 2026, this concept matters because the data and tooling around it have improved — AI-augmented workflows make it easier than ever to measure, analyze, and act on.
Primarily customer service teams. The work typically falls to operations, marketing leadership, finance, or whoever owns the relevant reporting and decision-making.
AI tools have made Customer Satisfaction Score (CSAT) significantly more accessible — faster analysis, broader pattern recognition, easier dashboarding. The strategic decisions remain human; the inputs and analysis are AI-augmented.